CUSTOMER EXPERIENCE (CX) MANAGER

Customer Experience (CX) Manager

at Grailed New York We are looking for a C ommunity Experience Manager to join our team an d help us smartly scale our thriving support operations .

The C ommunity Experience Manager will help oversee the day-to-day operations of the team , manage individual performance, and meet regularly one-on-one with the team to provide guidance, development, and support .

You will report to the Director of C ommunity Experience . As a C ommunity Experience Manager , you will :

• Manage individual performance and be responsible for delivering reviews.
• Be responsible for team scheduling, ensuring all tasks are properly staffed to handle incoming volume.
• Review and approve timesheets, overtime, expense reports, and PTO requests.
• Monitor the teams overall performance using our health metrics, and make adjustments or recommendations as needed.
• Investigate and implement new avenues for supporting Graileds passionate community.
• Work collaboratively across departments to help achieve the objectives and key results set by the Director.

You have at least 5 years e xperience in a management role for a customer support team .

• You can manage complex projects to completion, setting milestones and rallying the team behind a shared vision.
• You have extensive e xperience with support metrics and reporting, and using those metrics to make informed decisions and tell a coherent story .
• You have a proven track record for developing employee talent, placing a high priority on coaching, feedback, and setting developmental goals.
• Youre flexible, and level-headed in a crisis.
• You have an inquisitive mind, eager to find new efficiencies or novel solutions.
• Full of pride for your role and ownership over the Grailed customer experience.
• Impeccable judgment when trusted with sensitive, non-public data and information .
• You have experience working with PayPal claims or other payment processors, troubleshooting issues and working with outside stakeholders to solve customer problems.
• Competence with Zendesk (or other ticketing processor systems) .
• Experience providing high touch service to VIP clientele.

Grailed is one of the largest peer-to-peer marketplace s for clothing . We are the future of fashion commerce , empowering sustainable self-expression through style.

Grailed is a fully-remote team that works between the hours of 10am - 6pm ET. We also have our headquarters in NYC (SoHo) for those who wish to work from an office environment.

Our team focuses on providing an environment that encourages learning and growth, giving you the opportunity to lead your own projects and take pride in the work you do.

The following might describe you : Bonus : About : Grailed cares deeply about the customer and the employee experience. We are a fully-distributed team with headquarters in NYC.

Each Grailed team member is given the freedom and tools to do their best work from wherever they choose. We offer stock options, health insurance with 100% premium covered, a 401(k) plan, great vacation, and commuter benefits.

We have a healthy work-life balance and a fantastic working environment. Grailed is an equal opportunity employer. We value a diverse workforce and an inclusive culture.

We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

If you have a disability or special need that requires accommodation, please email us at [email protected] to let us know. Location (City)

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary .

Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Graileds Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categories is as follows :

A disabled veteran is one of the following : a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;

or a person who was discharged or released from active duty because of a service-connected disability.

A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.

S. military, ground, naval, or air service.

An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05 / 31 / 2023

Voluntary Self-Identification of Disability

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.

We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.

To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions.

Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.

For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.

S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to :

• Autism
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV / AIDS
• Blind or low vision
• Cancer
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or hard of hearing
• Depression or anxiety
• Diabetes
• Epilepsy
• Gastrointestin
30+ days ago